FREQUENTLY ASKED QUESTIONS
Have a look at some of our most asked questions. Should you have any questions which aren't covered here or any issues relating to your order please contact us.
HOW LONG WILL MY ORDER TAKE?
Most of our jewellery is made to order, these pieces can take anywhere between 4-6 weeks, sometimes sooner. Some pieces will take longer than others to process, please look at the product page to see the specified time for each individual piece.
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For one of a kind, ready-made jewellery, these will be dispatched within 1-5 days of purchase. The product listing will specify whether this applies.
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Once your order is complete, we will then ship it depending on the option you choose at checkout. These options are: Royal Mail 2nd Class Signed For (insured up to £50) – 2-4 working days (UK only), Royal Mail Special Delivery (insured up to £500) – 1-2 working days (UK only) and Royal Mail International Tracked & Signed For (insured up to £50) – 5-7 working days. You will receive a confirmation email notifying you of the dispatch and containing the tracking number as well.
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Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
CAN I GET MY JEWELLERY QUICKER?
Should you want/need any items before the processing and shipping times stated on our website, please contact us as soon as possible and we will try to accommodate this.
RETURNS
Please read our product descriptions thoroughly before placing an order. If you have any specific questions regarding our items, please feel free to contact us.
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All sales on customised jewellery (rings made to your specific size, or jewellery personalised for you) are final and we do not accept returns on these items. We also do not accept returns on earrings due to hygienic reasons. All sales on discounted items due to imperfections are also final.
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All other jewellery can be returned within 14 days from the date your jewellery arrives. Please notify us of your request as soon as possible or this can become invalid. You will be responsible for the return delivery charges and ensuring the item gets back to us safely, you will then be refunded the product costs and original shipping costs once we have received it. If returning an item from "The Hope Collection" we are unable to refund the cost of the charity donation.
RING SIZE
As most of our work is made to order, they are made in the perfect size for you (or your recipient). Please double-check the ring size required before placing an order as this will be a final sale. Should you need any help determining your size, you can use our handy guide or contact us so we can help you figure it out. Alternatively, you can always pop into your local jewellery store and they should be able to help you.
CAN YOU RESIZE MY RING?
Depending on the nature of your ring we may be able to resize it if it doesn’t fit. Unfortunately, we are unable to resize any rings containing gemstones or hallmarks.
Should you want to enquire about resizing your ring, please email us a picture of the ring, the current size and the size it needs to be changed to. We will then, at our discretion decide if we are able to take on the job. Should we accept resizing your piece you will be responsible for shipping costs to return and re-deliver your item, along with a resizing fee which will be quoted when the job has been assessed.
HOW DO I CARE FOR MY JEWELLERY?
Just like any piece of jewellery, our designs should be handled with care to avoid damage. The better care you give your jewellery, the longer it will last.
When wearing any jewellery, you should ideally avoid chemically treated water and any chemicals you apply to your skin (hand sanitiser, body lotion, perfume, sunscreen, etc). After each wear, polishing your jewellery with a polishing cloth will keep it nice and shiny. When you’re not wearing your jewellery it is best practise to keep it in a bag/box to keep it sealed and stored in a cool dry place in order to slow the oxidisation process.
Silver and brass naturally oxidises (turns black) over time. This is a natural chemical reaction caused by the metal reacting with its environment and your natural body chemistry, a quick polish will help remove this and bring back some shine. Using a polishing agent every so often will also suffice to remove more stubborn bits.
Chemicals and your body chemistry can also have an effect on silver and (more commonly) brass which can leave green staining on the skin, this is completely natural if this occurs. It is not a manufacturer’s defect or fault, it should be easy to remove.
Extra care should be taken with pieces including gemstones. Certain oils and chemicals can cause a reaction changing the colour of the stone. Gemstones can also be prone to scratches especially due to their soft nature so when not in use, place them somewhere safe with nothing abrasive against the stone surface. Gemstones can also break/crack when dropped.
PACKAGING
We’re proud to say that all our packaging is completely sustainable and plastic free. All our materials are either recyclable, biodegrable or reusable. Please contact us for more information if you would like any more details.
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Our jewellery is gift wrapped beautifully, ready to open yourself or gift straight to your recipient! Please do let us know if you would like us to include any special messages inside, we will be happy to accommodate.
WHAT IS A HALLMARK AND SHOULD MY JEWELLERY HAVE IT?
A hallmark is a series of marks on jewellery which guarantees and showcases the purity of the metal used, created/certified by the British assay offices. It is a legal requirement for gold, silver and platinum to be hallmarked when a piece of jewellery contains a certain amount in the UK. The hallmark shows the type/purity of metal, the makers “mark” or in our case our makers initials (NI), the year it was certified and which office it was done at. It is a legal requirement to obtain this for silver weighing over 7.78g and gold over 1g.
We clearly list the type of metal used in all our pieces on their product page. All pieces of jewellery containing over 7.78g of silver or 1g of gold will contain our official hallmark. We do not currently hallmark items under the required amount to keep pieces more affordable however should you want this it can be provided at an extra cost.